I sold some low value shoes on ebay recently. I posted them to the buyer and a few days later received a message stating that the buyer had opened a SNAD case with a message stating that they were not as described. The buyer claimed the diamantes on the shoes were falling off whenever they touched the shoes. The buyer requested a refund of the value of the shoes and the postage she had paid to have them sent to her. She also stated that she was not prepared to pay the postage to return the shoes as she would be out of pocket and then threatened that should I not refund she would escalate the case.
In my description I had stated that one stone was missing from one shoe, but when I photographed them, listed them and packaged up to send, none fell off and none appeared to be loose. As soon as I saw the buyer had opened a SNAD, I offered a refund of the value of the shoes and the postage (paid to have the shoes sent to her) on receipt of the returned shoes. This has been refused and she states that she will escalate the case further when she is allowed to do so (i.e. when the time frame for the buyer and seller to try and resolve the case without involving ebay customer services has expired).
She also claims to have called ebay customer services and that they have told her that as the item was SNAD she does not need to return the shoes and that I just have to refund her all her money (i.e. she gets a free pair of shoes). I'm unsure whether this is true.
The only way she could be telling the truth about the diamantes falling off when she only touches the shoe is that either there has been damage in the post (in which case I'd like she shoes back to take this up with the Post Office) or she has deliberately damaged them herself as they were not as she claims when they left my possession.
What do you think? I could just refund her as it is not much money, but it is the principle here and I am really annoyed. This is my first bad experience with a buyer and I know that eBay usually take the side of the buyer in disputes. I have offered a refund on receipt of the returned shoes without any resistance, but I don't see why she should be allowed to keep both the shoes and her money.
In my description I had stated that one stone was missing from one shoe, but when I photographed them, listed them and packaged up to send, none fell off and none appeared to be loose. As soon as I saw the buyer had opened a SNAD, I offered a refund of the value of the shoes and the postage (paid to have the shoes sent to her) on receipt of the returned shoes. This has been refused and she states that she will escalate the case further when she is allowed to do so (i.e. when the time frame for the buyer and seller to try and resolve the case without involving ebay customer services has expired).
She also claims to have called ebay customer services and that they have told her that as the item was SNAD she does not need to return the shoes and that I just have to refund her all her money (i.e. she gets a free pair of shoes). I'm unsure whether this is true.
The only way she could be telling the truth about the diamantes falling off when she only touches the shoe is that either there has been damage in the post (in which case I'd like she shoes back to take this up with the Post Office) or she has deliberately damaged them herself as they were not as she claims when they left my possession.
What do you think? I could just refund her as it is not much money, but it is the principle here and I am really annoyed. This is my first bad experience with a buyer and I know that eBay usually take the side of the buyer in disputes. I have offered a refund on receipt of the returned shoes without any resistance, but I don't see why she should be allowed to keep both the shoes and her money.